Customer service plan - attention passengers travelling to/from USA

Customer Service Plan:

Aerosvit Airlines in business to provide safe, dependable, and friendly air transportation to our customers, along with numerous related services, in the hopes that you will fly us again and again. We work very hard to make your entire experience with us, from making a reservation to deplaning at your final destination, a positive one.

We have outlined our responsibilities and how we will fulfill them in 12-key points, known as our Customer Commitment.

Note: The Aerosvit Airlines Customer Commitment applies to all international flights from/to , and includes:

1. Lowest Fare Availability

Our goal is to make every flight a positive experience for our customers. Customers calling our reservations office (call center) will be offered the lowest available fare, exclusive of website (aerosvit.com) only fares, when specific dates and times are provided. If you do not provide specific information about your travel requirements, we will provide you with a range of fares for your general needs.

2. Notify passengers of known delays, cancellations, and diversions

We will provide our customers full and timely information on the status of known delays, cancellations, and diversions by:

• Providing customers, who are ticketed or hold reservations, information about a change in the status of a flight within 30 minutes after we become aware of such a change in the status of a flight;
• Providing, through our agents at the airport, website and telephone reservation system information regarding known delays, cancellations, diversions and we will strive to provide the best available information concerning the duration of delays and, to the extent available, the flight's anticipated departure time;
• Contacting you about cancellations when the event is known if you provide us with contact information in your reservation.
• Update flight irregularity  information displayed at airport gates within 30 minutes after the carrier becomes aware of such a change in the status of a flight.

3. Notice of baggage fees and other fees

It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your misplaced baggage within 24 hours. Notify an Aerosvit employee at the airport if you cannot locate your baggage.

We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available.

We will provide compensating customers for reasonable expenses that result due to delay in delivery.

4. Allowing reservations to be cancelled without penalty for a defined amount of time

Even if you buy a non-refundable ticket, we will give you time to compare our fares with those of other airlines.

We allow reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least twenty-four hours after the reservation is made if the reservation is made one week or more prior to a flight’s departure.

5. Provide prompt ticket refunds

We will provide prompt refunds for eligible tickets and for credit card purchases once we receive your request for a refund to the credit card issuer or cash purchases.

We will submit the request within 20 days after receiving your completed request for refund to the original form of payment.

If you were unable to use the ticket due to oversales situation or flight cancellation we will provide prompt refunds within 20 days after receiving a complete refund request for cash and check purchases, including refunding fees charged to you for optional services.

Please make sure you have canceled your reservation before requesting a refund and remember to provide the passenger’s name, the address, the credit card number used for purchase, ticket number(s), the date of travel and departure, and destination cities in your correspondence.

Requests for refunds may be submitted to any Aerosvit ticketing location or your travel agent.

Refunds for electronic tickets may be requested by calling Call Center.

6. Properly accommodating passengers with disabilities and other special needs, including during tarmac delays

Passengers with Disabilities and Other Special Needs:

Accommodating the special needs of passengers with disabilities is a top priority for Aerosvit Airlines. We offer a variety of special services to such passengers, including:

• Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.
• Boarding assistance.
• Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.
• Consideration of your needs during extended tarmac delays.

You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel.

Children Traveling Alone

• We welcome young customers on our flights and provide detailed information to parents with children ages 5 through 16  who will be traveling alone.
• Our policies ensure the safety and well being of children traveling alone including:
• Taking good care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.
• Providing unaccompanied passenger service for children ages 5 through 16.

We are also happy to provide this service to children ages 16 through 18 traveling alone.

(Fees apply for unaccompanied minor service.)   

7. Meeting customers' essential needs during lengthy tarmac delays

• We will provide full and timely information regarding the status of a flight if there is an extreme delay after you have boarded or after the plane has landed, and, if safety and security conditions allow we will provide for your essential needs such as snack food and drinking water at specific intervals, restroom facilities, and adequate medical assistance.
• We make assurance that customers on the delayed flight will receive notifications regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known;
• We make assurance that customers on the delayed flight will be notified beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes

8. Handling "bumped" passengers with fairness and consistency in the case of oversales

We will inform you, if the flight on which you are ticketed is overbooked.

We also will provide information at airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight.

Our policies and procedures for treating you with fairness and consistency include:

• Advising you,  if your flight is overbooked through  our agents at the airport.
• Offer alternate transportation if you voluntarily give up your seat. 
• Transportation credit to be used toward the purchase of future travel on Aerosvit to the destination of your choice.
• Providing notice, explaining our obligations and the compensation you will receive if you are .
• Rebooking you on the first available Aerosvit flight to your ticketed destination if you are involuntarily denied boarding. (If Aerosvit flight is not available, we will strive to provide comparable accommodations on another airline that we have a ticketing agreement with.)
• Providing meal allowances and hotel accommodations at Aerosvit-contracted facilities if you are away from your home, are involuntarily bumped from a flight, and we are unable to accommodate you on an alternative flight on the same travel day. If hotel accommodations are unavailable, we will compensate you with a voucher commensurate in value with the contracted hotel rate.

9. Disclosing travel itinerary and other policies that affect your travel

We will give you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations staff (call center) and our Representative offices or sales offices at the airport, including:

• Providing frequent flyer details. We will make all important rules, restrictions, and redemption information available on aerosvit.com, in our ;
• Providing information concerning the that apply to your ticket and travel, including cancellation policies;

10. Ensuring good customer service from code-share partners

We stand behind the services of our code share partners and we will strive to ensure that you receive excellent customer service whenever you travel on Aerosvit ticket, including on flights operated by our code share partners.

11. Ensuring responsiveness to customer complaints

We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving your written complaint.

We respond quickly to our customers’ complaints. If you have a complaint regarding our services or our product, we want to hear from you. Information about where to direct your written complaint is on our website and is available upon request at the airports we serve, through sales agents.

12. Identifying the services Aerosvit provides to mitigate passenger inconveniences resulting from cancellations and misconnects.

• In order to reduce any inconvenience you experience during cancellations and misconnections, we will:
• Do our best to contact you in advance regarding a flight cancellation using the contact information in your reservation;
• Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary; and
• Make available information about your rebooking through our website; at an airport sales office, when available; and  through our reservations agents;
• Provide meal allowances and hotel accommodations at Aerosvit contracted facilities, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within Aerosvit's control;
• If accommodations are unavailable, we will compensate you with a transportation credit commensurate in value with the contracted hotel rate.